Firms have spent the previous few years perfecting digital channels. Chat, electronic mail, SMS — all linked, all feeding a unified buyer view. However there’s one channel that’s been left behind: voice. Salesforce is answering the decision with a collection of recent options.
It’s ironic, actually. Voice stays the most-offered buyer touchpoint — with 90% of service organizations providing telephone help. But in most organizations, telephone conversations exist in a vacuum. Crucial context will get misplaced. Service reps begin each name blind. And the richest supply of buyer perception — precise conversations — by no means makes it into the client document.
Right here’s what’s modified: 63% of organizations are already implementing voice assistants. They’re connecting their telephone techniques to digital channels like SMS and webchat, plugging into CRM information and data articles, and letting AI deal with routine duties. The query isn’t whether or not to modernize your voice channel. It’s whether or not you may afford to fall behind. (Again to high.)
Why voice was missed — till now
Conventional telephone techniques weren’t constructed for the age of AI and unified information. They stay outdoors your CRM. They’ll’t entry data articles or case historical past. And when a buyer strikes from chat to telephone — or vice versa — the dialog begins over from scratch.
The end result? Solely 50% of calls get resolved within the IVR at this time. In the meantime, 82% of service professionals say buyer expectations are larger than ever.However right here’s the true price: Each unlogged telephone name is a niche in your buyer historical past. Each blind switch is a service failure ready to occur. And each dialog that doesn’t make it into your system? That’s crucial buyer perception locked away and misplaced eternally. Your most useful channel is supplying you with the least usable information.
⚡ Agentforce Voice greets clients instantly with clever help from AI brokers, integrates seamlessly with our platform, and logs each dialog for deeper insights and personalised follow-ups. Plus, our superior AI and NLP capabilities present real-time, multi-modal help, making it simpler than ever for patrons to self-serve and for brokers to ship distinctive service.
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Voice as a linked digital channel
Contact heart AI can now deal with voice like every other digital channel. Voice interactions can lastly faucet into the identical trusted enterprise information, contribute to the identical buyer document, and hand off seamlessly to human reps who know what’s occurring.
This isn’t nearly higher telephone service. It’s about reworking voice from a value heart you’re making an attempt to reduce right into a strategic benefit — a supply of buyer perception, a driver of satisfaction, and a channel that connects to all the things else you’re doing.
With the brand new launch of Agentforce Voice for Cellphone Channels, we’re revolutionizing buyer interactions by integrating seamlessly with the Service Cloud Actual-Time Conversational Platform. This implies each dialog is logged and leveraged for deeper insights and personalised follow-ups, enhancing your buyer expertise and driving more practical gross sales and repair help. Plus, our superior AI and NLP capabilities present real-time, multi-modal help, making it simpler than ever for patrons to self-serve and for brokers to ship distinctive service. (Again to high.)
⚡Salesforce Voice is a voice channel answer for contact facilities, offering out-of-the-box telephony integration to Amazon Join, Five9, NiCE, Vonage and extra. This integration permits service organizations to make the most of the whole Agentforce Service platform capabilities to make voice calls — and any omnichannel interplay — smarter with AI and unified information.
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Three key shifts when connecting Voice AI
Prospects don’t suppose in channels. They suppose in conversations. A query that begins in chat may escalate to telephone, then get resolved by way of electronic mail. When your voice channel is disconnected from all the things else, you’re forcing clients to repeat themselves at each flip.
AI brokers work throughout each touchpoint — voice, digital, no matter comes subsequent — backed by the identical unified information. Should you construct an expertise that connects Voice AI, you’ll see three key shifts.
Voice interactions lastly feed into the massive image.
Each telephone dialog — whether or not dealt with by AI or a human rep — mechanically logs into the client’s case historical past. Sentiment evaluation, transcription, decision paths — all of it turns into a part of the everlasting document. No extra thriller calls. No extra “the client says they already instructed us this.” The information is there. It’s full, searchable and could be analyzed.
Service reps turn out to be immediately educated.
When a name transfers from AI to human, your rep doesn’t simply see a telephone quantity. They see the total dialog historical past, the client’s CRM information, their current purchases, open circumstances, even their most well-liked communication fashion. The AI has already achieved the detective work. Your rep can give attention to truly fixing the issue as an alternative of gathering data the corporate ought to have already got.
AI will get smarter with each interplay.
Voice information is coaching information. When AI brokers deal with routine calls and log the outcomes, they’re constructing a data base that makes each future interplay higher — for each AI and human reps. The system learns what works, what doesn’t, and the way clients truly speak about their issues. Intelligence compounds over time.
That is the way you go from siloed channels to unified conversations. Your clients get 24/7 help that truly remembers them. Your reps get the context they should ship personalised service. And your small business captures insights that had been beforehand locked in telephone calls and misplaced eternally. (Again to high.)
⚡Agentforce Service is the solely service platform the place people and brokers collaborate from first contact to last decision, one dialog at a time. It may well even join clients from an Agentforce rep to a human rep utilizing a telephony supplier.
Connecting voice to digital channels: Good for patrons, nice for enterprise
When voice lastly joins your linked buyer expertise, everybody wins.
Prospects can cease repeating themselves. They get 24/7 help from AI that understands pure language and has entry to their historical past. And after they want a human, the transition is seamless. No beginning over. No frustration. Only a personalised service that picks up the place the AI left off.Service reps present up on each name able to serve. Full context is at their fingertips. So are quicker decision instances. Much less time looking for data, extra time fixing precise issues.
For your small business, the advantages present up all over the place. Operational prices drop as self-service charges climb and deal with instances shrink. CSAT scores rise. Response instances speed up. And new income alternatives open up. In accordance with Metrigy’s Buyer Expertise Optimization report for 2025, 60% of companies are already proactively reaching out to clients for functions like reminders, order confirmations, and upselling. Unified buyer information helps make that kind of proactive service attainable.
Everybody advantages when all interplay strengthens a unified view of the client and the case. Are you prepared to attach your voice channel to the remainder of your buyer expertise? Find out how Agentforce Voice transforms each name into a better, extra linked dialog — good on your clients, nice for your small business. (Again to high.)
⚡Be taught extra about Agentforce Voice at our Dreamforce session “How AI-Powered Voice Brokers Assist Reps Ship Higher Service” obtainable stay and on Saleforce+.
Get began with Voice AI
Uncover the 5 methods Voice AI can ship personalised, clever, 24/7 self-service by telephone — clients #1 most well-liked channel.
